Close a case from the Business Portal

Close completed or resolved cases from the business portal.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.consumer

About this task

This feature is available for the business portal (B2B) for product.

The Close Case button is not available for cases in the Resolved or Closed states.

Procedure

1. Navigate to the business portal.
2. Select Requests > View submitted requests > View cases & tasks in the portal header.
3. Open the desired case.
4. Select Actions > Close Case.
5. In the confirmation pop-up window, select Close Case.
   When a case is closed from the portal:

   • The case status in the Case details section is updated to Closed.
     Note:

     You cannot add comments after the case is closed. You can only view the previous comments in the activity stream.
   • The case additional comments and resolution notes are updated with Closed by customer.
   • The case resolution code is set to Solved by customer
   • A message at the top of the portal confirms that the case has been closed.
   • The system displays a customer satisfaction survey.
6. Complete the customer satisfaction survey.
   You can also choose to skip the survey. Either choice returns you to the case list on the portal.